Senior Professional Services Engineer

This is a fully remote position, open to applicants in Japan.

📋 Description

• Take charge of the entire post-sales lifecycle for Abnormal clients in Japan, overseeing technical implementation, adoption, value realization, and renewal.

• Direct technical deployments for new customers in Japan, while managing ongoing account relationships, health, and outcomes.

• Handle multiple implementation projects from the post-sales handoff to go-live and hypercare phases.

• Document success criteria, technology stacks, security roadmaps, timelines, key contacts, and project requirements.

• Identify customer objectives and create aligned delivery plans.

• Develop and implement project plans, managing scope, schedule, quality, and status updates in both Japanese and English.

• Provide product training, portal walkthroughs, and enablement sessions in Japanese.

• Offer advice on configuration, best practices, mail routing, filtering, and SEG-related tasks.

• Recognize and address implementation risks, eliminate obstacles, and manage escalations.

• Guide customers through the Abnormal platform products on Microsoft 365 and Google Workspace.

• Keep project records and delivery-tool statuses up to date.

• Act as the primary contact for customers, build strategic relationships, and oversee adoption and success planning.

• Conduct business reviews, convey ROI, and align success metrics to support retention and expansion efforts.

• Track customer health, manage escalations, and collaborate with Customer Success, Product, Engineering, Support, and Sales teams.

• Collaborate with Sales, Renewals, and leadership to enhance regional retention and expansion.

• Maintain expertise in the product roadmap and communicate updates to Japanese clients.

• Create customer success plans that address risks prior to any impact on satisfaction or renewal.

• Develop Japanese-language customer materials, playbooks, and enablement content.

• Advocate for Japanese market requirements internally and connect Japanese customers with global Product and Engineering teams.

• Support the wider APAC customer base and assist in defining regional staffing as Abnormal expands.

⛳️ Requirements

• Native or fully fluent in Japanese with professional proficiency in written and verbal English.

• Reside in Japan, holding the legal right to work in the country.

• Over 5 years of experience in a customer-facing role within an enterprise SaaS company, with substantial experience in post-sales implementation, professional services delivery, and ongoing customer management or technical account management.

• Proven experience in delivering enterprise-grade cybersecurity or security-adjacent SaaS implementations, including the integration or migration of enterprise mail flow systems.

• Demonstrated ability to manage projects from initiation to completion, coordinating across various functions, achieving objectives, and mitigating project risks.

• Capacity to develop and maintain long-term customer relationships, including at the executive level, while managing a portfolio of accounts.

• Understanding of email security fundamentals, including SPF, DKIM, DMARC, SMTP, MX records, mail routing, as well as commercial filtering and SEG solutions.

• Knowledge of networking fundamentals and SaaS integration patterns.

• Practical experience with Microsoft 365 and Google Workspace environments.

• Strong problem-solving abilities and experience in resolving escalations.

• Exceptional communication, presentation, and organizational skills.

• Proficient in CRM and case management tools, such as Salesforce and Jira.

• Bachelor's degree in a technical field or equivalent practical experience.

🏝️ Benefits

• AI-assisted tools may be utilized to prepare for candidate interviews.

• Pre-employment checks conducted in accordance with applicable laws and Abnormal AI's security and privacy standards.

• Equal opportunity employer.